Miguel Hernandez Email & Phone Number

Philippines

Taytay, Rizal, Ph

Operations Director based in Naga City, Camarines Sur with the following current lines of businesses:• TelCo Residential/Mobility Customer Service• TelCo Residential/Mobility Initial Customer Account SetupHighlights:• Launched a new multi-skilled LOB with 20 FTEs in Dec 2021, and has ramped to 400+ FTEs (2000% growth) across 3 sites (Taytay, San Mateo, Naga) by end of 2023, and further ramping to 900+ (225% growth vs 2023).• Launched an initial account step LOB with 19 FTEs in Dec 2022, which has ramped up to 200+ FTEs (1000% growth) by end of 2023 across 2 sites (Taytay, Naga).• ABAY Standardization initiative in 2024 resulting to 95% Proficiency to Tenure of both new hires (2% higher vs competitor English vendor) and cross-trained agents (5% improvement vs 2023)• CSAT initiatives driving 51% NPS increase in 2022-2023.• Call type analysis driving 3% First Call Resolution increase in 2022-2023.• Managed the overall bulk deployment of Work from Home kits during the 2020 pandemic lockdown to 2000+ employees across 3 sites within 2 months, and created the WFH Kit Deployment SOP.Tasks/Responsibilities:• Pioneer Operations Director for the Naga site with an Operations headcount of 1600+.• Directly managing 400+ to 800+ FTEs under 4-8 Senior Managers and 35-60 Team Leaders across 3 sites (Taytay, San Mateo, Naga).• Oversee delivery on client KPIs with emphasis on First Call Resolution and CSAT.• Ensure company targets are achieved on Paid Shrinkage, Absenteeism, and Attrition.• Present performance results and strategies in business reviews with client partners and internal stakeholders.• Facilitate deep dives and data analysis with segment leaders to identify focus areas and targeted action plans.• Maintain Operations resources ratios to agent headcount within thresholds in line with new hires and agent movements.• Participate in annual/bi-annual leadership strategic planning sessions.

North Sydney, Nsw, Au

Overall site lead for a centre of ~400 employees in Naga City, Camarines Sur, with dotted lines down to all local support teams. Lines of business:• Airline Inbound and Chat Reservations• Inbound Cruise Reservations• End-to-end Cruise Holiday PlanningHighlights:• Exceeded site profit margin targets for 5 out 6 months running in 2018.• Successfully executed business continuity plans during Typhoon Nina (Dec 2016), keeping the centre operational despite a month-long power outage.• Managed transition between blended and skills-based inbound call routing.• Remotely managing a Manila-based account of end-to-end cruise holiday planners with 22 FTEs led by a Campaign Manager.• Completed installation of employee wellness and care facilities (fitness gym and day care centre).Tasks/Responsibilities:• Overall site lead for a center of ~400 employees in Naga City, Camarines Sur, with dotted linesdown to all local support teams.• Manage program and center-level financials to budget targets with weekly/monthly profit and lossforecasts/reviews• Validate and sign off on monthly client invoices and company profit and loss sheets• Build annual program financial budgets thru coordination with support departments.• Discuss program performance and strategies during weekly, monthly and quarterly businessesreviews with internal and external stakeholders.• Oversee and ensure delivery on client and company KPIs month on month.• Manage a team of Operations Managers to drive performance delivery and people developmentthru variation management, and education of functional teams on the profit and loss results and keyfinancial performance drivers.• Ensure adequate resource levels are maintained across all staff levels in line with varying workloadrequirements.• Perform health checks on compliance to operational leadership requirements/deliverables.• Participate in company-wide reviews and strategic planning sessions.

North Sydney, Nsw, Au

For the following lines of business:• End-to-end Cruise Holiday Planning• Cruise Customer Complaints• Cruise Social Media ManagementHighlights:• Established daily operational rigor on workload and people management.• Built structure for the Workflow Analyst role.• Established daily reports for billable hours and social media transactions.

North Sydney, Nsw, Au

Program Head for the following lines of business:• Cruise/Holiday Reservations Back Office Support• Inbound Broadband Technical Support• Inbound Directory Assistance• Multi-channel Charity OrganizationHighlights:• Maintained sole merged role of Client Services and Operations Head.• Established structured tracking mechanism and reporting for Cruise/Holiday Reservations Back Office Support.

North Sydney, Nsw, Au

Program Head for the following lines of business:• Inbound Broadband Technical Support• Inbound Directory Assistance• Inbound Ticketing and Customer Service• Multi-channel Charity organization• Cruise/Holiday Reservations Back Office SupportHighlights:• Pioneered merged role of Client Services and Operations Head.• Directly contributed to building the 2016 Financial Budget for 4 programs.• Participated in the company Asia Pacific Focus session in Queensland, Australia, and visited a client site in Sydney, Australia.

North Sydney, Nsw, Au

Client Services for the following lines of business:• Airline Inbound Reservations and Back Office Support• Outbound Customer Account Management• Inbound Broadband Technical Support• Inbound Directory AssistanceHighlights:• Directly coordinated with operations lead on successful launch of an Outbound Customer Account Management with 12 heads, and further expanded to 20 heads.• Handled login management and coordinated training requirements for launch of an extended site in Dalian, China.• Reestablished client relationship/communications and regular business reviews.

North Sydney, Nsw, Au

Client Services for the following lines of business:• Airline Inbound Reservations and Back Office SupportHighlights:• Pioneered the Change Management Specialist role in the Airline Inbound Reservations LOB.• Supervised multiple client tool launches/upgrades across multiple lines of business.• Created an internal closed loop process for handling high-level customer complaints.• Streamlined operational processes to increase productivity/efficiency and mitigate errors.• Established an internal Change Advice process for process/policy updates.

North Sydney, Nsw, Au

Airline Inbound Sales and Customer Service• Team Leader for Flight Reservations• Nesting (A-Bay) Team Leader

North Sydney, Nsw, Au

U.S. Relay Service• Communications assistant for the deaf and hard of hearing via online relay service.

Gütersloh, De

Gaming Console Hardware Technical Support

Auto Loan and Lease Customer Service

Bachelor Of Science (Bs), Electrical Engineering

Bachelor Of Science (Bs), Electronics And Communications Engineering